Hi,
We are using Automatic Record Creation and Update rules to create Cases when contacts send an email to specified email addresses.
We are using smart matching to track the incoming emails and have set it so that Contact records are created when the email comes from an unknown sender.
The emails messages are correctly associated with the Contact that has sent it, but emails with the same subject from different contacts are being associated with the same Case (rather than a creating a different case for each different Contact).
Is the correct behaviour?
I would have thought that emails with the same subject that come from a different contact would create a new Case?